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Customer Experience Review

Dumfries and Galloway Council

This public procurement record has 1 release in its history.

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01 Oct 2026 at 01:00

PCS Notice - Website Contract Award Notice
Summary of the contracting process

Dumfries and Galloway Council commissioned a customer experience review, a professional service examining how customers experience the Council’s services. The work was for the Dumfries and Galloway area. It was classified as research and development services (CPV 73110000). The requirement was presented as a single review rather than separate work packages, with the Council as the buying organisation. The contract identifies a focused review of customer experience; it does not describe specific service areas, methods or deliverables. Gunn Stewart Solutions was selected to carry out the work.

The procurement is complete and the contract is active. Dumfries and Galloway Council awarded the work to Gunn Stewart Solutions, and the contract was signed on 21 September 2026. The contract value is £44,880. The process used a limited procedure, with an award made without first publishing a competition. The stated rationale refers to a direct award where extreme urgency, caused by unforeseeable events not attributable to the Council, makes other procedures impossible. The available contract information gives no contract start or end date or award date. One lot covered the customer experience review. One bid was recorded, from an SME; it was submitted electronically. No evaluation criteria or eligibility requirements are recorded.

This award shows that Dumfries and Galloway Council has bought a focused customer experience review as a standalone professional service, at a scale suited to an SME supplier. A credible competitor when this requirement next comes to market would need to demonstrate the ability to review customer experience for a local authority across its service context and deliver work at comparable scale. The awarded supplier was an SME, showing that the requirement did not demand a large corporate provider. The process was awarded without prior competition under an urgency rationale, so this outcome does not establish a competitive evaluation model or published technical thresholds for future work. Suppliers with relevant customer research and service-review capability, and the capacity to undertake a council-wide review, would be well placed to demonstrate fit.

How relevant is this notice?

Notice Information

Notice Title

Customer Experience Review

Notice Description

Customer Experience Review

Procurement Information

Schedule 7, Procedure Note for Lower Value Contracts, Clause 4.1.5 permits a direct award "when (but only if strictly necessary), for reasons of extreme urgency brought about by events unforeseeable by and not attributable to the Council, it is not possible to comply with the procedures set out in paragraphs 2 or 3."

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000844559
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT565739
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
PCS Notice - Website Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

73 - Research and development services and related consultancy services

CPV Codes

73110000 - Research services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£44,880 Under £100K

Notice Dates

Publication Date
1 Oct 20266 days ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Not Specified
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Dumfries and Galloway Council
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
DUMFRIES
Postcode
DG1 2HP
Postcode Area
Dumfries and Galloway
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM9 Southern Scotland
Small Region (ITL 3)
TLM92 Dumfries and Galloway
Delivery Location
TLM92 Dumfries and Galloway
Local Authority
Dumfries and Galloway
Electoral Ward
Nith
Westminster Constituency
Dumfries and Galloway

Supplier Information

Number of Suppliers
1
Supplier Name

Gunn Stewart Solutions

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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